Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

AI is transforming contact centres by automating tasks, improving efficiency and enabling personalised, proactive ...

Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents ...

As organizations add AI to customer support, many are seeing an avoidable downside when the balance is wrong. Repeat contacts rise, escalations increase, and customers feel trapped. Business Training ...

PORTLAND, Ore., March 18, 2026 /PRNewswire/ -- The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Contact center trends may not be the first thing that comes to mind when investors evaluate a company — but there The The ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...